Site Director

Site Director

About VXI

VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, Africa, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most-respected brands.

VXI is one of the fastest growing, privately-held business services organizations in the United States and the Philippines, and one of the few US-based customer-care organizations in China.

VXI is also backed by private equity investor Bain Capital. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, not only did VXI expand our footprint in the US and Philippines, but we also gained ground in the Chinese and Central American markets. Additionally, we acquired Symbio, expanding our global services offering and enhancing our competitive position.

In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and to shareholders. For more information about VXI, visit:

About the Opportunity

We are seeking a Site Director / Operations Director , a dynamic people leader to lead a people-centric business. This individual will have a proven track record of building and leading highly engaged teams that deliver best-in-class employee engagement, retention, and quality of service at scale. You will lead the launch, scale, and ongoing management of a new customer contact center operation in the United States. This role combines site leadership, operational excellence, workforce growth, and business performance ownership.

The ideal candidate has successfully launched new contact center sites from greenfield or startup stages , while also managing mature operations with responsibility for customer experience, service delivery, financial performance, employee engagement, and client satisfaction. The ideal candidate is strategic, adaptable, technology-savvy, and willing to leverage AI and other technology tools to drive improved business outcomes.

As the senior leader on-site, you will be accountable for establishing the operational framework, building leadership teams, implementing best practices, driving performance, and creating a high-performance culture while serving as the face of the site for internal and external stakeholders.

Responsibilities

Site Launch & Build-Out

• Lead the end-to-end setup and operational readiness of a new customer service/contact center site.
• Partner with Executive Leadership, HR, IT, Facilities, Workforce Management, Talent Acquisition, and Training teams to successfully launch operations.
• Develop and execute site startup plans, including hiring, onboarding, workforce ramp-up, infrastructure readiness, and operational governance.
• Establish operating procedures, reporting structures, and performance management frameworks.
• Create a culture that reflects organizational values and supports long-term growth.

Operational Leadership

• Own overall site performance including service levels, quality, customer satisfaction, productivity, employee engagement, and financial results.
• Lead multiple operational teams through direct leadership.
• Ensure achievement of client and business KPIs, SLAs, and operational commitments.
• Drive continuous improvement initiatives and operational efficiencies.
• Implement best practices across workforce management, quality assurance, training, and performance management.

People Leadership

• Recruit, develop, and retain high-performing leadership teams.
• Build succession plans and leadership development strategies.
• Foster an inclusive, engaging, and performance-driven culture.
• Lead employee engagement, retention, recognition, and communication initiatives.
• Serve as the primary site leader and ambassador of company culture.

Client & Stakeholder Management

• Act as executive sponsor for clients and key business partners.
• Build trusted relationships with customers, executive leadership, and support functions.
• Lead business reviews, operational governance meetings, and strategic planning sessions.
• Manage escalations, risk mitigation, and business continuity plans.

Financial & Strategic Management

• Manage site P&L responsibilities, budgeting, and resource planning.
• Analyze business performance and implement action plans to improve profitability and efficiency.
• Support business growth initiatives, client expansions, and new program implementations.
• Develop and execute multi-year site growth strategies.

Compliance & Risk Management

• Ensure compliance with labor laws, company policies, security requirements, and customer contractual obligations.
• Maintain readiness for audits, regulatory reviews, and customer assessments.
• Lead disaster recovery and business continuity planning efforts.

Required Qualifications

• Bachelor's degree in business administration, Operations Management, Management, or related field.
• Experience in BPO, outsourced customer experience, healthcare, technology, financial services, telecommunications, or retail sectors.
• 15+ years of progressive contact center operations experience.
• 5+ years leading large-scale contact center operations as a Director, Senior Director, Site Leader, or equivalent.
• Proven experience successfully launching and scaling new contact center sites.
• Experience managing operations of 500+ employees, with scalability to 1,000+ employees preferred.
• Demonstrated success leading large multi-functional teams through periods of rapid growth.
• Financial management experience including budgeting, forecasting, and P&L ownership.

Location :

• Onsite El Paso Texas

We are an Equal Opportunity Employer and are committed to creating an inclusive workplace where all employees can thrive.